Beyond the Campaign Launch: Touchpoints to Consider
Map the patient journey with this comprehensive checklist of critical touchpoints from online search and scheduling to on-site experience and post-visit follow-up. Use it to identify gaps, reduce friction, and ensure your brand promise matches reality.
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Pre-arrival touchpoints
Evaluate search, reviews, your website, scheduling tools, and pre-visit communications that shape first impressions.
On-site experience
Review arrival, parking, wayfinding, check-in, waiting areas, and staff interactions that influence trust and comfort.
Clinical and post-visit moments
Assess care team communication, next steps, follow-up, billing clarity, and coordination after the visit.